EXIN ITILFND 問題集

質問 1：
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
A. 1 and 3 only
B. 1 and 2 only
C. 2 and 3 only
D. All of the above
正解：D

質問 2：
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
A. Service level management
B. Design coordination
C. Service transition planning and support
D. Change management
正解：B

質問 3：
Which of the following is NOT an objective of request fulfillment?
A. To provide a channel for users to request and receive standard services
B. To update the service catalogue with services that may be requested through the service desk
C. To provide information to users about what services are available and how to request them
D. To source and deliver the components of standard services that have been requested
正解：B

質問 4：
What is the primary focus of business capacity management?
A. Review of all capacity supplier agreements and underpinning contracts with supplier management
B. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
正解：C

質問 5：
Which statements about best practice is MOST correct?
A. Internal experience is the only source of best practice because it is developed within the service provider
B. Customers are a source of best practice and will advise service providers how it should be implemented
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
正解：C

質問 6：
What are sources of best practice?
A. Customers, suppliers, advisors
B. Substitutes, regulators, customers
C. Industry practices, academic research, training and education
D. Competition, compliance, commitments
正解：C

質問 7：
Which statement about stakeholders is TRUE?
A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
B. External customers are those who work for the same organization as the IT service provider
C. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
D. Internal customers are always charged for the IT services they receive from the IT service provider organization
正解：A

質問 8：
Why is it important for service providers to understand patterns of business activity (PBA)?
A. Understanding PBA is the only way to enable accurate service level reporting
B. PBA are based on organizational roles and responsibilities
C. IT service providers CANNOT schedule changes until they understand PBA
D. Demand for the services delivered by service providers are directly influenced by PBA
正解：D